Quality Experience Specialist

Description:

The Quality Experience Specialist is an important role within the wider Customer Experience function, supporting our internal Operations teams with the facilitation and delivery of customer first outcomes. You will monitor, measure and share key insights relating to customer transactional touchpoints, in turn playing a critical role in the optimisation of our operational processes, identifying enhancement opportunities and implementing strategies to improve overall service quality. In this role you will:
 

• Conduct regular evaluation and assessment of customer interactions, service delivery, and operational processes, evaluating performance against various Quality KPIs
• Collaborate with internal teams, gather feedback and perform trend analysis to pinpoint opportunities for future enhancement
• Provide constructive feedback and deliver ongoing coaching / mentoring to ensure consistent quality in service delivery performance
• Develop, deliver and maintain quality standards and guidelines, carrying out various audits and governance measures
• Prepare regular, relevant and accurate reports, highlighting quality metrics and performance trends for management
   

What do I need?

To be considered for this role, we would love you to have:
 

• Quality experience or assurance knowledge
• Excellent knowledge of business processes and customer experience principles
• Knowledge and / or experience with business analysis and research
• Training, coaching and / or mentoring experience with knowledge of process improvement methodologies
• Strong communication skills, with an ability to influence others through compelling storytelling